comment - field in workflowscreen - use pre-formulated answers and/or set standard-text

[dahu]

Hello Everybody,

I have a screenmask called workflowscreen which is shown, when manually the status is changed.

In the workflowscreen is a comment field to set a comment for customer or intern.

But this comment field got not the functionality like the comment - filed in my Agent - Issue - screen. There I got a Button to set pre-formulated answers or I can type the text "/vorformuliert" (= /pre-formulated) into the comment - field to choose a pre-formulated answer. And there ist a standard-text deposited (but not by me).

How can I get the functionality of pre-formulated answers to the comment-field in the workflowscreen and how can I set there a standard text.

Best Regards,

Daniel Hundeck  

[Eugenio Onofre · Accepted solution]

Hi @dahu

Unfortunately there is no way to add the "canned responses" functionality to the issue transition screen. So far, this functionality is only available on the default comment section of every issue.

My suggestion would be adjusting the ways of working of the team to first add the canned response and, after having this added, doing the status transition.

Please remember to accept this answer in case it helps you resolve your questions as it may also help other community members in the future.

Best Regards,
Eugenio

[dahu]

Hi Eugenio,

thank you very much for your answer, I will do like you suggested.

Best Regards,

Daniel